Job Description. ICT & CRM Support Engineer ICT Infrastructure Manager Business Management Head Office
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1 Job Description Job Title: Accountable To: Team: Location: ICT & CRM Support Engineer ICT Infrastructure Manager Business Management Head Office Our Vision All BASC employees are expected to contribute to our vision: To ensure a guaranteed future for responsible shooting sports in all their diversity as a widely enjoyed and important part of the life and economy of the country. Our Values Our vision is supported by a set of core values which are being developed with our employees. The core values will define the standards and behaviours which are expected of all employees and all employees will be expected to work within the spirit of them. Job Purpose Provide 1 st, 2 nd line and some 3 rd line desktop/network support including CRM SQL server administration, CRM process/procedures/user guides and project delivery for all colleagues at Head Office, Countries and English regions. Principal Accountabilities 1. Ensure staff throughout the Association receive efficient and effective hardware and software support including set-up and configuration, applying all installations on new and existing PCs & laptops, tablets, local & network printers, copiers, mobile devices and peripherals. 2. Carry out all administration and configuration tasks on the Association s CRM databases and provide basic SQL support, including the upload of bespoke constituency data and new version scripts while being the focal point for escalating support issues with our CRM supplier. 3. Maintain a secure user environment with all BASC systems & CRM databases, including creation & archiving of redundant user accounts, including Remote Desktop Services access to the CRM using two-factor security in accordance with the IT Staff leaver s procedure. 4. Provide technical assurance of all new releases and upgrades of the CRM before Association-wide distribution.
2 5. Ensure the interfaces between the BASC Member s Area e-commerce websites and other 3rd party elements are up to date and functioning while escalating with suppliers where necessary. These include the address lookup software, MP / Constituency data and software used for the collection of monies by direct debit, credit cards and debit cards. 6. Provide support for IT & CRM issues escalated from the ICT Support Technician in a timely manner and escalate to third party support providers as required. 7. Ensure calls or support requests into the Helpdesk mailbox are accurately logged into the Helpdesk system, prioritised, actioned or escalated correctly. 8. As requested by the ICT Infrastructure Manager, liaise with suppliers and assist in the maintenance, procurement of hardware, software & licenses and peripherals. 9. Assist in the development, maintenance and upgrades of the Helpdesk system, while keeping the Asset inventory for all hardware and software accurate and up-to-date. 10. Ensure all loan equipment requested by staff is serviceable, recorded and booked back into the Helpdesk system on return and safely stored. 11. As requested by the ICT Infrastructure Manager to work with third party providers to identify solutions, setup, upgrade or migrate BASC IT and communication systems, including Windows server installations. 12. Provide administration, maintenance and support of the BASC network, digital and VOIP telephone systems, including station name changes, hunt group members, cable patching and troubleshooting network issues. 13. Administer Active Directory including Microsoft Exchange for new and existing user accounts, distribution groups, mailboxes and storage limits & quotas, OWA, mobile device management, unlocking accounts, password resets etc. To manage correct security permissions of network file shares and folders including access to company resources e.g. Security groups. 14. Provide administration and support of the current cloud Anti-virus & Web Security Suite for recovery, tracking, granting safe website access and re-categorising of incorrectly blocked websites. 15. Monitor, change and ensure secure offsite storage of the overnight backup tapes while troubleshooting any backup tape failures and escalating to support suppliers as and when required. 16. Assist & train staff as and when required including the correct use of the Audio/Video Conferencing System and provide support on meeting room setup requests. 17. Assist with producing technical documentation, user guides & training, while ensuring any support policies, procedures or process documents are understood and kept up-todate, while complying with their contents and raising concerns in a timely manner. 18. Assist with audits and manage project work as and when required. 19. Assist with office moves or relocation of IT equipment as and when required. 20. Dispose of redundant hardware in accordance with applicable regulations. 21. Provide IT induction training for staff in accordance with the HR induction package. 22. Provide holiday cover for the ICT Support Technician while also mentoring their training and development.
3 Dimensions and Limits of Authority The post is based at Head Office and will involve some travel throughout the UK. Therefore, the post holder is required to hold a current clean driving licence and have recent driving experience. The core hours of business are 9.00am to 5.15pm Monday to Thursday and 9.00am to 4.45pm on Friday, with one hour for lunch giving a working week of 35 ¾ hours. Given the nature of this position, flexibility is required to meet time critical deadlines and to ensure that business interruption is kept to a minimum. Subject to the approval of your Line Manager, a flexible pattern of work will be required which may include some weekend working. Any significant hours worked over and above the 35 ¾ per week will be allowed off as time in lieu subject to the normal approval process. Salary will be within the current range applicable for the role, dependent upon experience, and will attract a range of benefits including pension and private medical insurance. The post holder is not required to work with groups of children and therefore an enhanced CRB disclosure is not required, however due to the nature of the post a basic disclosure will be required. General requirements Work diligently within the best of your ability to ensure you meet the requirements of your job description Always seek to continuously improve so that the highest quality standards are achieved Participate in internal/external meetings and training as required Positively participate in one to ones and appraisals Ensure that all relevant policies, procedures and working practices are adhered to at all times Work in accordance with the Association s culture, values, aims and objectives Act as a positive ambassador for the Association at all times when dealing with members or representing the Association in other ways Positively contribute to the Association s team working environment, taking ownership of issues and supporting colleagues where appropriate Be flexible and willing to undertake any other duties that may be reasonably be required NB: This job description forms part of the contract of employment of the post holder. It reflects the position at the present time only, and may be changed at management s discretion in the future. As a general term of employment, BASC may affect any necessary change in job content, or may require the post holder to undertake other duties, in consultation with the employee, provided that such changes are appropriate to the employee s remuneration and status. I confirm that I have read and agree to carry out the duties and responsibilities contained in this job description. Job Holder: Name (Please print): Signed: Date:
4 Line Manager I agree this job description is an accurate reflection of the duties and responsibilities of the role: Name (Please print): Signed: Date:
5 Person Specification Job Title: ICT & CRM Support Engineer Criteria Qualifications Degree or relevant discipline (experience will compensate) Willingness to undertake further training to ensure ICT skills remain contemporary An accepted industry qualification e.g. Microsoft, Cisco, CompTIA, ITIL or if not held, be willing to undertake Proven Experience Proven track record of providing 1 st, 2 nd and some 3 rd line desktop and server support Knowledge of relevant ICT systems & hardware Proven track record of providing CRM database & desktop/server support including SQL server administration. Experience of talking to customers/members and understanding their ICT requirements Experience of delivering excellent customer service in an ICT setting Minimum 5 years relevant experience Experience of working on large projects Knowledge, Skills and Abilities Project planning and change management skills Professional and friendly approach Able to work on own initiative Collaborates well with others in relation to ICT support requirements or Desirable Desirable Method of Identification
6 Time management, able to prioritise and achieve deadlines Excellent verbal and written communication skills Highly analytical with sound problem solving skills Ability to meet deadlines and prioritise conflicting demands ICT disaster recovery and security knowledge /application Other Attributes Excellent team player can do approach Able to work flexibly Enthusiastic and approachable Able to work positively within the spirit of BASC s vision and core values
7 Software: Desktop MS Windows 7/8 MS Office 2013 MS Lync 2013 / Skype for Business Cloud Anti-Virus / Security packages Helpdesk packages Remote Desktop Support Software: Server MS Windows Server 2008 / 2012R2 Administration Virtualisation Hyper-V MS SCVMM 2012 MS Exchange Server 2013 Management Console & Administration MS SQL Server 2012 Management Studio DNS, DHCP, TCP/IP, WINS Cloud: SAAS, PAAS Hardware Dell PC s & Various Laptops / Architecture, Build, Repair & Installation PC & Laptop - Network Installs / Setup Smartphone setup Android / Apple ios Digital & VOIP Setup / Support Dell PowerEdge Servers Printer & Scanner Copiers Tape / Disk Backup Systems ADSL / Ethernet Firewalls e.g. Draytek / Dell SonicWall UPS Backup Systems Networking LAN 10/100/1000 FDDI Switched Network WAN ADSL / Fibre Broadband / VPN / MPLS LAN Cat5e Cabling & Installation, Patching Communications Desirable MS Windows 10 / Mac OS Teamviewer MS Data Protection Manager 2012 Veeam Backup & Replication Duo Cloud Security PAF Address Validation BottomLine V-Series (E-Verify) Verifone e-commence Payment Software MS SQL Server 2012 MS Skype For Business / Lync Server 2013 Veritas Enterprise Vault Mimecast Cloud Archive Windows Azure Office 365 / Microsoft 365 LAN - Managed Layer 3 Network Switches Cisco / Netgear Configuration / Setup Mobile Device Management Tools Mitel / Inter-tel Digital & VOIP Setup / Support SAN Technologies Dell EqualLogic Cloud / Wireless Mesh WiFi Systems Veeam / DPM Backup Systems Hardware & Virtual Datacentre Firewalls & VPN Client Software UPS - APC 3000 / Powerstack 450 SIP Trunks ISDN 30 / 2e PABX Mitel 5200 Phone System Admin
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